Shep Hyken's Blog, page 18
November 3, 2024
Top 5 Customer Service & CX Articles for Week of November 4, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
Creating Great Customer Experiences Starts With Employees by Matthew McGuire
(CMSWire) Empowered, well-supported employees deliver better customer experiences. See how aligning employee experience with smart tech improves CX outcomes.
My Comment: I’ve always said a great customer experience (CX) starts with a great employee experience (EX). In this article, the focus on creating a better EX is by using technology. When you give employees good tech to work with – that makes it easier and more efficient for them to do their job – it shouldn’t be surprising that it makes them happy. So, the next time you’re thinking about technology that you’ll use to make the customer experience better, think about how you might do the same for your employees.
Stay Interviews: The Key to Retaining Top Talent Before It’s Too Late by Alex Bitca
(Retently) When you’re sitting down for an exit interview, it’s usually too late to change someone’s mind about leaving. These interviews can tell you why someone decided to leave, but wouldn’t it be great if you could catch those issues early on? That’s where stay interviews can help. They’re a proactive way to check in and sort things out while there’s still time to make a difference.
My Comment: Since we’ve opened the Top Five with an article about the EX, let’s stay in the employee lane with an article that will help you understand why employees stay (or might leave). The topic of this very robust article is on the “Stay Interview.” Rather than wait until the employee is leaving to get feedback in an exit interview, why not be proactive and have an interview that can help you understand what makes employees happy (or not).
Operationalize by Zeisler Consulting
(Zeisler Consulting) If you’re wondering what CX really is, leave it to a marketer of course to put it succinctly and easily: CX is all about operationalizing your Brand Promise.
My Comment: Here’s an interesting article about the link between CX and marketing. The author writes in a very conversational style that, while entertaining, makes some great points. Marketing is about the brand promise. CX is about keeping that promise, hence the closing line of the article: CX is all about operationalizing your Brand Promise.
Most consumers like human customer service by Retail Customer Experience
(Retail Customer Experience) Three-quarters of consumers, 75%, prefer talking to a human when it comes to customer service, according to a Five9 study on how consumers perceive AI and evolving customer experience.
My Comment: Our annual CX research (sponsored by RingCentral) found that if a customer has a choice between picking up the phone to call customer support or a digital customer service experience, 70% would rather use the phone. This short article is filled with stats and findings that reinforce this finding. Keep in mind that as AI and digital support improve, the numbers will change.
Seven loyalty program types: Pick the perfect fit by Marcus Marius
(Dynamic Business) Did you know that companies that invest in loyalty programs report up to a 40% increase in revenue? The concept of customer loyalty is nothing new, and its benefits have been proven time and again – yet so many businesses struggle to actually capitalize on them.
My Comment: I’ve written many articles about loyalty programs. I love this one because it breaks down the different types of loyalty programs, which include points, perks, cashback, punch cards, and more. If you have been thinking about a loyalty program, this is a good place to start.
BONUS
HPU Welcomes Shep Hyken as Customer Experience Expert in Residence by High Point University
(High Point University) High Point University’s all-star lineup of global leaders in the Access to Innovators Program continues to expand with the addition of Shep Hyken, a world-renowned customer service and customer experience expert, award-winning keynote speaker and bestselling author. He will mentor students as HPU’s Customer Experience Expert in Residence.
My Comment: Last week, I spent the day at High Point University, the premier life skills university. I met with staff and students for an amazing day of training and conversation. I’m proud to share an article they recently published that shares more about the program and the opportunity HPU students have to get to meet and learn from amazing people who are at the top of their fields!
Leveraging AI to enhance customer experiences by KPMG
(KPMG) KPMG professionals have been scoring brands for overall Customer Experience Excellence (CEE) for 15 years. Based on our experience and the latest findings based on 86,073 customer interviews, 881,815 brand evaluations of 2,970 brands across 23 countries, we explore leading organizations are implementing AI to enhance customer experiences today – and how they plan to use AI to reach new heights tomorrow.
My Comment: KPMG has released a special report titled “2024-25 Global Customer Experience Excellence.” You’ll have to share your email address to get it, but it’s an excellent report and worth it. You can read the press release here.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
Creating Great Customer Experiences Starts With Employees by Matthew McGuire
(CMSWire) Empowered, well-supported employees deliver better customer experiences. See how aligning employee experience with smart tech improves CX outcomes.
My Comment: I’ve always said a great customer experience (CX) starts with a great employee experience (EX). In this article, the focus on creating a better EX is by using technology. When you give employees good tech to work with – that makes it easier and more efficient for them to do their job – it shouldn’t be surprising that it makes them happy. So, the next time you’re thinking about technology that you’ll use to make the customer experience better, think about how you might do the same for your employees.
Stay Interviews: The Key to Retaining Top Talent Before It’s Too Late by Alex Bitca
(Retently) When you’re sitting down for an exit interview, it’s usually too late to change someone’s mind about leaving. These interviews can tell you why someone decided to leave, but wouldn’t it be great if you could catch those issues early on? That’s where stay interviews can help. They’re a proactive way to check in and sort things out while there’s still time to make a difference.
My Comment: Since we’ve opened the Top Five with an article about the EX, let’s stay in the employee lane with an article that will help you understand why employees stay (or might leave). The topic of this very robust article is on the “Stay Interview.” Rather than wait until the employee is leaving to get feedback in an exit interview, why not be proactive and have an interview that can help you understand what makes employees happy (or not).
Operationalize by Zeisler Consulting
(Zeisler Consulting) If you’re wondering what CX really is, leave it to a marketer of course to put it succinctly and easily: CX is all about operationalizing your Brand Promise.
My Comment: Here’s an interesting article about the link between CX and marketing. The author writes in a very conversational style that, while entertaining, makes some great points. Marketing is about the brand promise. CX is about keeping that promise, hence the closing line of the article: CX is all about operationalizing your Brand Promise.
Most consumers like human customer service by Retail Customer Experience
(Retail Customer Experience) Three-quarters of consumers, 75%, prefer talking to a human when it comes to customer service, according to a Five9 study on how consumers perceive AI and evolving customer experience.
My Comment: Our annual CX research (sponsored by RingCentral) found that if a customer has a choice between picking up the phone to call customer support or a digital customer service experience, 70% would rather use the phone. This short article is filled with stats and findings that reinforce this finding. Keep in mind that as AI and digital support improve, the numbers will change.
Seven loyalty program types: Pick the perfect fit by Marcus Marius
(Dynamic Business) Did you know that companies that invest in loyalty programs report up to a 40% increase in revenue? The concept of customer loyalty is nothing new, and its benefits have been proven time and again – yet so many businesses struggle to actually capitalize on them.
My Comment: I’ve written many articles about loyalty programs. I love this one because it breaks down the different types of loyalty programs, which include points, perks, cashback, punch cards, and more. If you have been thinking about a loyalty program, this is a good place to start.
BONUS
HPU Welcomes Shep Hyken as Customer Experience Expert in Residence by High Point University
(High Point University) High Point University’s all-star lineup of global leaders in the Access to Innovators Program continues to expand with the addition of Shep Hyken, a world-renowned customer service and customer experience expert, award-winning keynote speaker and bestselling author. He will mentor students as HPU’s Customer Experience Expert in Residence.
My Comment: Last week, I spent the day at High Point University, the premier life skills university. I met with staff and students for an amazing day of training and conversation. I’m proud to share an article they recently published that shares more about the program and the opportunity HPU students have to get to meet and learn from amazing people who are at the top of their fields!
Leveraging AI to enhance customer experiences by KPMG
(KPMG) KPMG professionals have been scoring brands for overall Customer Experience Excellence (CEE) for 15 years. Based on our experience and the latest findings based on 86,073 customer interviews, 881,815 brand evaluations of 2,970 brands across 23 countries, we explore leading organizations are implementing AI to enhance customer experiences today – and how they plan to use AI to reach new heights tomorrow.
My Comment: KPMG has released a special report titled “2024-25 Global Customer Experience Excellence.” You’ll have to share your email address to get it, but it’s an excellent report and worth it. You can read the press release here.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
October 29, 2024
This Halloween, 10 Ways to Scare Your Competition and Steal Their Customers
Halloween brings up images of spooky costumes and haunted houses. So, here’s a question for you: Are you confident your customer service and CX won’t scare your customers away? That’s a rhetorical question. If you’ve been reading my weekly newsletters or watching my videos, it means you’ve been investing in yourselves and your company by creating an experience that doesn’t scare customers away … but it may scare your competition.
I’ve created a list. If you do any of these, your customers will love you – nothing scary about that – but your competition will be scared their customers might find out and switch to you. Great for you. Not such a treat for them! See what I did there … trick or treat! With that in mind, I looked for strategies from my recent newsletters that could scare your competition. Here are 10 of them:
Super-Fast Response – You want customers to say, “They always get back to me quickly.” Customers love prompt responses. When they can predict the consistent experience of fast response time, they may not take a chance of doing business with anyone else.
Impenetrable Trust – Trust is an emotion that creates confidence, and confidence not only brings customers back, it makes it very difficult for the competition to steal them away.
Proactive Customer Service – When you reach out to a customer before they call you about a problem – and sometimes before they even know there’s a problem – you’re proving you have their back. Why would a customer take a chance on another company that might not do that?
Hyper-Personalization – This starts with knowing who your customers are, what they buy, why they buy it and how often they buy. The more you know, the more you can personalize the experience, creating a personal connection that’s hard to break.
Always Available – Even with AI and digital support as good as they are today, customers may still want to talk to a human. Make it easy and quick for them to do so.
Empowered Employees – Customers want to work with employees who can make good customer-focused decisions and don’t have to ask a manager whenever there is a unique or special request.
Loyalty Programs That Offer Real Value – More than points and discounts, create a program that makes customers want to do more business with you.
A Cause That’s Important to Your Customers – You can’t win over every customer because you believe in a cause, but you can win some of them. Some customers choose to do business with companies for the sole reason that they align with the same beliefs or causes.
Be Transparent About Everything – You don’t have to give away trade secrets, but sharing the “why” behind how you do business can be refreshing.
Just Be Better – We’ll wrap up with this one because it can scare the competition more than anything. If a competitor asks a customer why they left to do business with you, and the customer says, “Because they are better,” you’ve now created a haunting experience that goes way beyond Halloween!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
October 28, 2024
Redefining the Contact Center with Jonathan Rosenberg
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can companies effectively balance customer self-service with personal interactions in high-stakes situations?
How does AI contribute to transforming contact center agents into brand ambassadors?
Why is empathy important in customer service interactions, and how can AI complement this human trait?
How does the implementation of AI tools impact companies’ return on investment?
How does generative AI reduce labor costs in contact centers while maintaining human involvement?
Top Takeaways
AI is changing the way that contact centers operate. AI-driven tools can handle simple queries and support human employees in answering complex questions. It allows businesses to offer quick, precise help that reduces call and hold times while keeping human agents available for tasks requiring empathy and complex problem-solving.
Self-service options are growing more advanced and popular. Although AI can tackle straightforward and repetitive tasks, humans are necessary for high-stakes or complicated situations due to their ability to understand emotions and contexts more deeply.
AI isn’t about replacing human employees but empowering them. It provides agents with insights and recommendations in real time so they can focus on building stronger relationships with customers. With AI tools, agents can support customers more effectively, easily handle complex queries, and even seize upsell opportunities.
Great customer experiences can lead to loyal customers. With AI tools, employees can easily access customer’s history of interactions with the brand and get information from a broad knowledge base that can help them offer personalized solutions. When customers feel understood and valued, they are more likely to return and tell others about their positive experiences.
AI is quicker and more cost-effective to implement than ever, and the return on investment from AI in customer service is significant. AI can shorten call handling times and make each interaction more efficient, saving money for the business.
Plus, Shep and Jonathan discuss what happens to companies that are laggards when it comes to adopting AI. Tune in!
Quotes:
“Setting up and implementing AI has historically been expensive and prohibitive for businesses. Now, with generative AI, it is quick and easy to get started, and the cost of maintaining it is low.”
“AI can never provide empathy because empathy is a fundamentally human characteristic.”
“The experience you have when you talk to the contact center drives brand loyalty or disloyalty. When you nail it and deliver a great experience, you earn a customer for life.”
“The role of the contact center agent in the future is to become brand ambassadors whose job is to create revenue and retain customers.”
“A gauntlet has been thrown at the feet of the contact center industry. That gauntlet is a challenge for us to deliver experiences that people actually love.”
About:
Jonathan Rosenberg is the Chief Technology Officer and head of AI at Five9. He is responsible for the engineering and operational teams building Five9’s Genius AI portfolio.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can companies effectively balance customer self-service with personal interactions in high-stakes situations?
How does AI contribute to transforming contact center agents into brand ambassadors?
Why is empathy important in customer service interactions, and how can AI complement this human trait?
How does the implementation of AI tools impact companies’ return on investment?
How does generative AI reduce labor costs in contact centers while maintaining human involvement?
Top Takeaways
AI is changing the way that contact centers operate. AI-driven tools can handle simple queries and support human employees in answering complex questions. It allows businesses to offer quick, precise help that reduces call and hold times while keeping human agents available for tasks requiring empathy and complex problem-solving.
Self-service options are growing more advanced and popular. Although AI can tackle straightforward and repetitive tasks, humans are necessary for high-stakes or complicated situations due to their ability to understand emotions and contexts more deeply.
AI isn’t about replacing human employees but empowering them. It provides agents with insights and recommendations in real time so they can focus on building stronger relationships with customers. With AI tools, agents can support customers more effectively, easily handle complex queries, and even seize upsell opportunities.
Great customer experiences can lead to loyal customers. With AI tools, employees can easily access customer’s history of interactions with the brand and get information from a broad knowledge base that can help them offer personalized solutions. When customers feel understood and valued, they are more likely to return and tell others about their positive experiences.
AI is quicker and more cost-effective to implement than ever, and the return on investment from AI in customer service is significant. AI can shorten call handling times and make each interaction more efficient, saving money for the business.
Plus, Shep and Jonathan discuss what happens to companies that are laggards when it comes to adopting AI. Tune in!
Quotes:
“Setting up and implementing AI has historically been expensive and prohibitive for businesses. Now, with generative AI, it is quick and easy to get started, and the cost of maintaining it is low.”
“AI can never provide empathy because empathy is a fundamentally human characteristic.”
“The experience you have when you talk to the contact center drives brand loyalty or disloyalty. When you nail it and deliver a great experience, you earn a customer for life.”
“The role of the contact center agent in the future is to become brand ambassadors whose job is to create revenue and retain customers.”
“A gauntlet has been thrown at the feet of the contact center industry. That gauntlet is a challenge for us to deliver experiences that people actually love.”
About:
Jonathan Rosenberg is the Chief Technology Officer and head of AI at Five9. He is responsible for the engineering and operational teams building Five9’s Genius AI portfolio.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
October 27, 2024
Top 5 Customer Service & CX Articles for Week of October 28, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery
(Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says.
My Comment: We kick off this week’s Top Five roundup with another article featuring Forrester Research’s take on customer obsession, and this time the focus is on B2B. The article starts with the comment, “To win in B2B commerce, consistently put a focus on customers at the center of all strategy and operations.” Sounds like a great strategy for all types of customers.
Bots in CX: A Love-Hate Relationship by Matt Vartabedian
(No Jitter) Consumers dislike bots, businesses like them. Regardless, good CX means using them properly and educating customers on why they should use them.
My Comment: According to this article, consumers are in a “love-hate relationship” with bots. My CX research finds that while most customers (70%) prefer the phone as a primary channel for customer support, 30% prefer the digital experience, which can include chatbots. The problem is that some companies have invested in newer technology that creates a great experience while others have not. That inconsistency erodes confidence, and low or no confidence causes hate in the “love-hate relationship. In this article, you’ll find plenty of stats and findings from research to help you understand how important it is to get this technology right if you choose to use bots.
What Customer Service Trends Should You Jump On Now? (Hint: They’re Gonna Be Big) by Tycoonstory
(Tycoonstory) Customer service is changing faster than ever, and what worked last year might feel ancient by the time the calendar flips. It’s no longer just about answering the phone or responding to emails; it’s about building real relationships, anticipating needs, and using tech to stay a step ahead. Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand.
My Comment: I like this article, which shares some of the big trends in customer service and CX, tells us why and then suggests what we might do with the information. As technology is changing faster than ever, the trends are changing as well. Topics include automation, personalization, 24/7 support, and more.
Engage, Delete, Ignore or Snub? How Mature Companies Should Tackle Negative Social Media Feedback Analyses by Ricardo Saltz Gulko
(Eglobalis) As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Should they engage with every post or focus on resolving issues privately?
My Comment: It’s been “a minute” (actually quite a while) since I covered the topic of how to respond to customers’ negative comments on social media. This article gives us a fresh and in-depth look at the consequences of the benefits and pitfalls of ignoring messages, responding to them, deleting them, and more. There are best practices and guidelines from leading business consulting organizations like McKinsey and Accenture.
This Simple Customer Service Hack Will Skyrocket Your Satisfaction Scores by Michael Ferrara
(LinkedIn Pulse) Customer service is the backbone of any successful business. In today’s competitive landscape, providing exceptional service isn’t just a bonus—it’s a necessity. But what if there was one simple tweak that could significantly improve your customer satisfaction scores (CSAT) without overhauling your entire service strategy? The good news is, there is: proactive communication.
My Comment: If you’ve ever had a company reach out to you to tell you about a problem before you knew about it, you most likely were surprised and appreciative. Proactive communication is a way to show your customers you care about them. Fixing the problem before they know about it is even better. The author sums it up well in the final paragraph: “Proactive communication is an easy-to-implement strategy that offers huge returns.”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery
(Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says.
My Comment: We kick off this week’s Top Five roundup with another article featuring Forrester Research’s take on customer obsession, and this time the focus is on B2B. The article starts with the comment, “To win in B2B commerce, consistently put a focus on customers at the center of all strategy and operations.” Sounds like a great strategy for all types of customers.
Bots in CX: A Love-Hate Relationship by Matt Vartabedian
(No Jitter) Consumers dislike bots, businesses like them. Regardless, good CX means using them properly and educating customers on why they should use them.
My Comment: According to this article, consumers are in a “love-hate relationship” with bots. My CX research finds that while most customers (70%) prefer the phone as a primary channel for customer support, 30% prefer the digital experience, which can include chatbots. The problem is that some companies have invested in newer technology that creates a great experience while others have not. That inconsistency erodes confidence, and low or no confidence causes hate in the “love-hate relationship. In this article, you’ll find plenty of stats and findings from research to help you understand how important it is to get this technology right if you choose to use bots.
What Customer Service Trends Should You Jump On Now? (Hint: They’re Gonna Be Big) by Tycoonstory
(Tycoonstory) Customer service is changing faster than ever, and what worked last year might feel ancient by the time the calendar flips. It’s no longer just about answering the phone or responding to emails; it’s about building real relationships, anticipating needs, and using tech to stay a step ahead. Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand.
My Comment: I like this article, which shares some of the big trends in customer service and CX, tells us why and then suggests what we might do with the information. As technology is changing faster than ever, the trends are changing as well. Topics include automation, personalization, 24/7 support, and more.
Engage, Delete, Ignore or Snub? How Mature Companies Should Tackle Negative Social Media Feedback Analyses by Ricardo Saltz Gulko
(Eglobalis) As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Should they engage with every post or focus on resolving issues privately?
My Comment: It’s been “a minute” (actually quite a while) since I covered the topic of how to respond to customers’ negative comments on social media. This article gives us a fresh and in-depth look at the consequences of the benefits and pitfalls of ignoring messages, responding to them, deleting them, and more. There are best practices and guidelines from leading business consulting organizations like McKinsey and Accenture.
This Simple Customer Service Hack Will Skyrocket Your Satisfaction Scores by Michael Ferrara
(LinkedIn Pulse) Customer service is the backbone of any successful business. In today’s competitive landscape, providing exceptional service isn’t just a bonus—it’s a necessity. But what if there was one simple tweak that could significantly improve your customer satisfaction scores (CSAT) without overhauling your entire service strategy? The good news is, there is: proactive communication.
My Comment: If you’ve ever had a company reach out to you to tell you about a problem before you knew about it, you most likely were surprised and appreciative. Proactive communication is a way to show your customers you care about them. Fixing the problem before they know about it is even better. The author sums it up well in the final paragraph: “Proactive communication is an easy-to-implement strategy that offers huge returns.”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
October 22, 2024
Choosing the Right Words Can Transform a Customer Service Conversation
In the customer service world, we’re contacted by customers who have questions and problems. A conversation that begins with the three words, “How do I …?” is an opportunity for a positive customer service conversation right from the start. On the other hand, a conversation that starts with a problem or complaint forces us to turn a negative into a positive. Words that we use can help drive the positive experience. Here are three ideas: Yes and No – If you’ve been in sales, you may have been taught that the goal is to get the customer to say yes. I agree with this in principle. The word yes evokes positivity. However, in customer service, sometimes it’s okay for the customer to say no. Here’s why. The word yes forces the customer to commit, and sometimes, that can make them feel uncomfortable. For example, let’s say you explain how to do something. You may ask, “Do you understand?” The customer might say yes because saying no might make them feel like they aren’t smart. There is a discomfort. They may be saying yes just to save face. Try rephrasing the question and asking, “Do you have any questions about how we did this?” Now, the word no indicates that the customer understands your explanation, but the question opens the door for the customer to ask for more help without feeling uncomfortable or defensive.
“That’s Right” Versus “You’re Right” – If a customer says something you agree with, it’s logical to say, “That’s right.” That phrase is about agreement of fact. However, another way of saying the same thing is to swap out the first word and say, “You’re right.” That phrase implies that you not only agree with them but also trust their opinion or answer. Trust is a powerful relationship builder.
Why – The word why can be either positive or negative, depending on how you use it. If a customer says something and you disagree and question them with the word why, you are potentially putting that customer in an uncomfortable and defensive situation. A one-word question like, “Why?” can make the customer feel as if they are being cross-examined on a witness stand. If you want to understand why the customer is thinking or saying something, you might replace the why question with, “That’s interesting. Can you expand on what you mean by that?”
These aren’t hard rules. It’s not that you would never ask a question that pushes for a yes or positive response, that you would always replace that’s right with you’re right, or that you would never use the word why. However, in certain situations, you want to choose the words you use wisely. Even if they subtly impact the conversation, the right words create confidence, build relationships, and foster repeat business and potential loyalty.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
October 21, 2024
The Secret to eBay’s Phenomenal Customer Experience with Derek Allgood
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How does enhancing the employee experience contribute to a phenomenal customer service experience?
How can businesses balance automated customer service solutions with human interactions?
What strategies can support remote customer service employees in delivering consistent experiences?
How do self-service solutions impact the overall efficiency of customer service operations?
How essential is a strong company purpose in driving customer satisfaction?
Top Takeaways
Listening is critical to building strong relationships in business and life. When interacting with customers or clients, it is essential to fully comprehend their needs and concerns before taking action. Active listening involves paying attention, asking clarifying questions, and genuinely showing empathy.
High employee turnover leads to increased costs and decreased customer satisfaction. Focus on creating a fulfilling and supportive work environment for your team members. Employees who feel valued and engaged become more committed to their roles and deliver exceptional service.
Today, more people are working remotely, which requires new ways of maintaining communication and culture. Effectively using technology to communicate improves work efficiency and connectivity. Communication technology helps ensure that employees remain connected and well-informed and can support one another in real-time.
Self-service technology helps streamline interactions and solve issues quickly. By implementing self-service options, businesses can empower customers to find the answers they need without waiting to speak with a representative. This reduces wait times and allows customer support teams to focus on more complex issues. It also leads to cost savings for businesses and a more satisfying experience for both customers and employees.
A great business also thinks about how it can contribute positively to the world. This involves supporting causes that align with the company’s values and making a meaningful impact on communities. By having a purpose beyond making money, businesses can connect with people on a more personal level. This builds trust and loyalty among consumers and employees alike.
Plus, Derek talks about eBay’s innovative AI solutions to support employees and customers. Tune in!
Quotes:
“The first thing that we have to do in any relationship is to listen. As a business with a buyer and seller relationship, listen and try to understand where the customers are in their journey, what’s gone wrong, and how you can support the employees helping them.”
“Customer and employee expectations are changing across all industries. Organizations have to show up in a way that is meaningful and authentic.”
“As technology advances, leaders are called upon to be more human. We are called to be much more engaged in a way that is not programmatic but in a way that is person-to-person.”
“What is unique, artistic, and can’t be found anywhere else will become increasingly important as technology continues to automate everything in our lives. eBay is a platform where you can find it all, and we are working to create great experiences and make it easy to find just what you are looking for.”
About:
Derek Allgood is the VP of Global Customer Experience (GCX) at eBay. He has over 20 years of experience leading customer support teams for global companies such as Citiphone, Global Consumer Bank, and Barclays.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How does enhancing the employee experience contribute to a phenomenal customer service experience?
How can businesses balance automated customer service solutions with human interactions?
What strategies can support remote customer service employees in delivering consistent experiences?
How do self-service solutions impact the overall efficiency of customer service operations?
How essential is a strong company purpose in driving customer satisfaction?
Top Takeaways
Listening is critical to building strong relationships in business and life. When interacting with customers or clients, it is essential to fully comprehend their needs and concerns before taking action. Active listening involves paying attention, asking clarifying questions, and genuinely showing empathy.
High employee turnover leads to increased costs and decreased customer satisfaction. Focus on creating a fulfilling and supportive work environment for your team members. Employees who feel valued and engaged become more committed to their roles and deliver exceptional service.
Today, more people are working remotely, which requires new ways of maintaining communication and culture. Effectively using technology to communicate improves work efficiency and connectivity. Communication technology helps ensure that employees remain connected and well-informed and can support one another in real-time.
Self-service technology helps streamline interactions and solve issues quickly. By implementing self-service options, businesses can empower customers to find the answers they need without waiting to speak with a representative. This reduces wait times and allows customer support teams to focus on more complex issues. It also leads to cost savings for businesses and a more satisfying experience for both customers and employees.
A great business also thinks about how it can contribute positively to the world. This involves supporting causes that align with the company’s values and making a meaningful impact on communities. By having a purpose beyond making money, businesses can connect with people on a more personal level. This builds trust and loyalty among consumers and employees alike.
Plus, Derek talks about eBay’s innovative AI solutions to support employees and customers. Tune in!
Quotes:
“The first thing that we have to do in any relationship is to listen. As a business with a buyer and seller relationship, listen and try to understand where the customers are in their journey, what’s gone wrong, and how you can support the employees helping them.”
“Customer and employee expectations are changing across all industries. Organizations have to show up in a way that is meaningful and authentic.”
“As technology advances, leaders are called upon to be more human. We are called to be much more engaged in a way that is not programmatic but in a way that is person-to-person.”
“What is unique, artistic, and can’t be found anywhere else will become increasingly important as technology continues to automate everything in our lives. eBay is a platform where you can find it all, and we are working to create great experiences and make it easy to find just what you are looking for.”
About:
Derek Allgood is the VP of Global Customer Experience (GCX) at eBay. He has over 20 years of experience leading customer support teams for global companies such as Citiphone, Global Consumer Bank, and Barclays.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
October 20, 2024
Top 5 Customer Service & CX Articles for Week of October 21, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
How To Make Your Customer Strategy Fun by Chip Bell
(Forbes) Is your organization about fun? How often do your customers giggle? How much of your business strategy is about funniness—not just entertainment, but customer experiences made joyful by design? What are your customers’ principal memories of their encounters with your organization?
My Comment: We open this week’s Top Five Roundup with a fun article about using fun as a customer strategy. Customer experience expert, Chip Bell, immediately recognizes that there are organizations that may not (and should not) embrace a fun strategy. But for the right company or brand, this can work well. One serious organization that comes to mind is the Pedal the Cause charity that is all about fighting cancer. That’s a pretty serious mission, but they have plenty of fun events to raise funds for that serious and important cause.
Personalization Done Right by Mark Abraham and David C. Edelman
(Harvard Business Review) The Spotify app knows what you want to hear. It uses AI to process a vast array of your engagement data, including the songs, podcasts, and audiobooks you’ve listened to, when you listened to them, and what led you to them. Its library is tagged by genre, era, tempo, mood, and a long list of other characteristics. The tags allow Spotify to collate playlists based on your listening habits. The app is always learning, constantly running micro tests with user groups. Spotify attributes a large part of its success to its personalized recommendations—its user base and revenues have both increased by 1,000% in the past decade to more than 600 million users and $14 billion, respectively.
My Comment: Our annual CX research finds that customers want a personalized experience. This article proves that personalization is a powerful way to keep and grow your customers. Empower me, know me, reach me, and delight me… These are the elements of a great personalization strategy.
How 5 Brands Use Relationship Marketing to Create Loyal Customers by Industry Dive
(Industry Dive) Nearly 70% of consumers will pay more for brands that they love. That is the epitome of successful relationship marketing. It involves getting to know customers by truly understanding who they are—what they like, what they need and how to communicate with them. In a competitive marketplace, this hyper-tailored approach to marketing is the key to creating and keeping customers who love your brand.
My Comment: Let’s learn from some recognizable brands about how their relationship marketing. Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty. Let’s learn from some of the best.
Customer Centricity: A Definition, Examples, & Best Practices by Charlie Mitchell
(CX Today) Brands that have achieved customer centricity are 60 percent more profitable than those that haven’t, according to Deloitte. Unfortunately, very few brands have. Indeed, even those considered the flag-bearers for customer centricity – like Amazon – receive bad press.
My Comment: We continue to learn from some of the best and most recognized brands. According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t. The author uses three rockstar brands, Amazon, Southwest Airlines, and L’Oréal, to help us understand customer-centricity.
Increased Expectations, Declining Loyalty: Consumer Experience Trends by Contact Centres
(Contact Centres) Today’s fickle consumers are sensitive to privacy concerns and less inclined to offer feedback than they previously were, setting up a tightrope walk for companies in 2025 as they seek to meet expectations, according to the 2025 Consumer Trends Report from Qualtrics. The fourth annual report draws on insights from nearly 24,000 consumers in 23 countries around the world.
My Comment: We wrap up this week’s roundup with an excellent article about some important trends in the customer service and CX world. Customers’ expectations continue to rise. They expect the experience to be better than ever. Average won’t cut it. Anything less than meeting those higher expectations results in reduced loyalty. If you want customers to return, give them a good experience they can rely on and trust.
BONUS
Why GenAI Is Key To Personalized Customer Experiences (And How Marketers Can Start Using It) by Ab Gaur
(Forbes) In 2024, personalization is the marketing strategy. It’s the key to unlocking compelling marketing campaigns that captivate an audience and convert casual observers into long-term customers.
My Comment: Here’s another article on the power of a personalized experience. The author mentions my research that 81% of customers feel that personalization is important, and they respond with their wallets. Furthermore, a Deloitte study backs this up by finding that customers spend 34% more on brands that personalize.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
How To Make Your Customer Strategy Fun by Chip Bell
(Forbes) Is your organization about fun? How often do your customers giggle? How much of your business strategy is about funniness—not just entertainment, but customer experiences made joyful by design? What are your customers’ principal memories of their encounters with your organization?
My Comment: We open this week’s Top Five Roundup with a fun article about using fun as a customer strategy. Customer experience expert, Chip Bell, immediately recognizes that there are organizations that may not (and should not) embrace a fun strategy. But for the right company or brand, this can work well. One serious organization that comes to mind is the Pedal the Cause charity that is all about fighting cancer. That’s a pretty serious mission, but they have plenty of fun events to raise funds for that serious and important cause.
Personalization Done Right by Mark Abraham and David C. Edelman
(Harvard Business Review) The Spotify app knows what you want to hear. It uses AI to process a vast array of your engagement data, including the songs, podcasts, and audiobooks you’ve listened to, when you listened to them, and what led you to them. Its library is tagged by genre, era, tempo, mood, and a long list of other characteristics. The tags allow Spotify to collate playlists based on your listening habits. The app is always learning, constantly running micro tests with user groups. Spotify attributes a large part of its success to its personalized recommendations—its user base and revenues have both increased by 1,000% in the past decade to more than 600 million users and $14 billion, respectively.
My Comment: Our annual CX research finds that customers want a personalized experience. This article proves that personalization is a powerful way to keep and grow your customers. Empower me, know me, reach me, and delight me… These are the elements of a great personalization strategy.
How 5 Brands Use Relationship Marketing to Create Loyal Customers by Industry Dive
(Industry Dive) Nearly 70% of consumers will pay more for brands that they love. That is the epitome of successful relationship marketing. It involves getting to know customers by truly understanding who they are—what they like, what they need and how to communicate with them. In a competitive marketplace, this hyper-tailored approach to marketing is the key to creating and keeping customers who love your brand.
My Comment: Let’s learn from some recognizable brands about how their relationship marketing. Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty. Let’s learn from some of the best.
Customer Centricity: A Definition, Examples, & Best Practices by Charlie Mitchell
(CX Today) Brands that have achieved customer centricity are 60 percent more profitable than those that haven’t, according to Deloitte. Unfortunately, very few brands have. Indeed, even those considered the flag-bearers for customer centricity – like Amazon – receive bad press.
My Comment: We continue to learn from some of the best and most recognized brands. According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t. The author uses three rockstar brands, Amazon, Southwest Airlines, and L’Oréal, to help us understand customer-centricity.
Increased Expectations, Declining Loyalty: Consumer Experience Trends by Contact Centres
(Contact Centres) Today’s fickle consumers are sensitive to privacy concerns and less inclined to offer feedback than they previously were, setting up a tightrope walk for companies in 2025 as they seek to meet expectations, according to the 2025 Consumer Trends Report from Qualtrics. The fourth annual report draws on insights from nearly 24,000 consumers in 23 countries around the world.
My Comment: We wrap up this week’s roundup with an excellent article about some important trends in the customer service and CX world. Customers’ expectations continue to rise. They expect the experience to be better than ever. Average won’t cut it. Anything less than meeting those higher expectations results in reduced loyalty. If you want customers to return, give them a good experience they can rely on and trust.
BONUS
Why GenAI Is Key To Personalized Customer Experiences (And How Marketers Can Start Using It) by Ab Gaur
(Forbes) In 2024, personalization is the marketing strategy. It’s the key to unlocking compelling marketing campaigns that captivate an audience and convert casual observers into long-term customers.
My Comment: Here’s another article on the power of a personalized experience. The author mentions my research that 81% of customers feel that personalization is important, and they respond with their wallets. Furthermore, a Deloitte study backs this up by finding that customers spend 34% more on brands that personalize.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
October 15, 2024
Why Handling Mistakes Well Is a Key to Amazing Customer Service
Good customer service becomes noticeable for two reasons: A company or brand can be known for amazing customer service and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. But sometimes they don’t, because it’s expected. However, over time, customers will notice that there are never problems. It may not happen right away, but eventually, customers will realize why they like the company. The experience is what they want and expect every time.
A customer’s complaint or issue is resolved in such a way that the customer notices. They are pleasantly surprised at how well it was handled. Eventually, customers may realize this is normal for that company. Everyone at the company does their best to create a good experience, and if there is a problem, they fix it.
If you’ve ever been to a fancy steakhouse, you expect a higher price, but with that price comes the expectation of a good meal and a high level of service. The only way to exceed the expectation is to manage a mistake. Perfection in customer service is not always possible, but the way a mistake is handled can make up for imperfections.
My friend Tom Baldwin, former CEO of Morton’s The Steakhouse and Benihana, shared his definition of customer service: “Great customer service is mistakes handled well.” While there may be more to customer service than handling mistakes, this is a pretty good start. His point was that nobody should ever walk out of the restaurant unhappy.
Keep in mind that it takes more than fixing the problem. A steak that isn’t cooked to the customer’s liking can be fixed, but there is more to fixing a problem than just making it right. I’m not going to go into my simple five-step process for handling complaints, as I’ve written about it a number of times. However, I do want to emphasize three ideas:
Use the Right Words: The right words and the way you say them count. Apologizing with empathy is important when the experience doesn’t meet expectations, or there’s a problem.
Take Responsibility: This ties into exhibiting the right attitude. Don’t blame others for a problem. Just accept that there is a problem and that it’s now your opportunity to fix it, regardless of how it happened or who was at fault.
Convenience: Make it easy for the customer to complain and for a mistake to be fixed.
Customers want a positive experience. They don’t want to complain, but when there is something to complain about, they want to know they can always count on you to make it right. And this may be most important. Mistakes handled well is not just fixing a problem. It’s about restoring the customer’s confidence that gets them to say, “I’ll be back!”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
October 14, 2024
How OKRs (Objectives and Key Results) Transform Customer-Centric Strategies with Jeff Gothelf
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What is an OKR?
How do customer-centric OKRs help teams focus on the right tasks?
Why is it important for businesses to align their objectives with customer-centric goals?
How does measuring customer behavior contribute to better customer satisfaction?
How can understanding customer patterns help prevent client defection?
Top Takeaways
OKR is an acronym meaning Objectives and Key Results. They are a strategic framework for setting clear goals and measuring outcomes. By having clear goals and knowing what results are expected, everyone in the organization moves in the right direction. When these OKRs are focused on the customer, they help companies make decisions that make their customers happy and loyal to the brand.
Objectives are qualitative goals describing the end state you want your customers to experience. For example, you want to offer the best product or be the easiest to do business with. The key results are the quantitative measures of human behavior that tell us we’ve achieved that state. It answers: What will your customers do differently, and by how much?
Customer satisfaction is important, but understanding customer behaviors is crucial. Often, dissatisfied customers stop using the product. They show up less often. They spend less money. They stop telling their friends about it. If you can understand these patterns of your customer’s behavior, you can proactively take action before it becomes a problem.
Determine which behaviors (trying out products, asking more questions, etc.) will deliver the results that your company is looking for. Then, create an environment, a system, a service, or a store that positively amplifies those behaviors for the customer.
Providing your team with the objectives and allowing them to figure out the best way to achieve them communicates that you trust your employees to use their skills to meet customer needs.
Not all strategies will work from the start. Organizations need to develop a culture of learning. It allows teams to learn from mistakes and objectively measure the success of an idea. Then, businesses can make informed adjustments and improve with each attempt.
Plus, Jeff explains why some employees end up working on the wrong tasks and how organizations can avoid that. Tune in!
Quotes:
“Customer centricity puts the customer at the center of all our decisions. Every time we make a decision, the critical question is—What impact do we think this will have on the customer? And, is that something that we want to do?”
“If we can set the right goals, everything else, like collaboration, customer centricity, and decision-making, will happen more easily.”
“Think about the behaviors of satisfied customers and dissatisfied customers. Identify their patterns so you can get ahead and take action rather than wait for your customers to tell you about it and quit at the same time.”
“Collecting objective evidence helps us make customer-centric decisions. Tell your team what the objective is and what the measure of success is. They may not nail it 100% of the time, but as long as we build a learning culture, we will succeed, and our customers will benefit.”
About:
Jeff Gothelf is a business strategy and customer-centricity expert, speaker, and author. He is the co-author of Lean UX, Sense & Respond, and Who Does What By How Much?: A Practical Guide to Customer-Centric OKRs.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
What is an OKR?
How do customer-centric OKRs help teams focus on the right tasks?
Why is it important for businesses to align their objectives with customer-centric goals?
How does measuring customer behavior contribute to better customer satisfaction?
How can understanding customer patterns help prevent client defection?
Top Takeaways
OKR is an acronym meaning Objectives and Key Results. They are a strategic framework for setting clear goals and measuring outcomes. By having clear goals and knowing what results are expected, everyone in the organization moves in the right direction. When these OKRs are focused on the customer, they help companies make decisions that make their customers happy and loyal to the brand.
Objectives are qualitative goals describing the end state you want your customers to experience. For example, you want to offer the best product or be the easiest to do business with. The key results are the quantitative measures of human behavior that tell us we’ve achieved that state. It answers: What will your customers do differently, and by how much?
Customer satisfaction is important, but understanding customer behaviors is crucial. Often, dissatisfied customers stop using the product. They show up less often. They spend less money. They stop telling their friends about it. If you can understand these patterns of your customer’s behavior, you can proactively take action before it becomes a problem.
Determine which behaviors (trying out products, asking more questions, etc.) will deliver the results that your company is looking for. Then, create an environment, a system, a service, or a store that positively amplifies those behaviors for the customer.
Providing your team with the objectives and allowing them to figure out the best way to achieve them communicates that you trust your employees to use their skills to meet customer needs.
Not all strategies will work from the start. Organizations need to develop a culture of learning. It allows teams to learn from mistakes and objectively measure the success of an idea. Then, businesses can make informed adjustments and improve with each attempt.
Plus, Jeff explains why some employees end up working on the wrong tasks and how organizations can avoid that. Tune in!
Quotes:
“Customer centricity puts the customer at the center of all our decisions. Every time we make a decision, the critical question is—What impact do we think this will have on the customer? And, is that something that we want to do?”
“If we can set the right goals, everything else, like collaboration, customer centricity, and decision-making, will happen more easily.”
“Think about the behaviors of satisfied customers and dissatisfied customers. Identify their patterns so you can get ahead and take action rather than wait for your customers to tell you about it and quit at the same time.”
“Collecting objective evidence helps us make customer-centric decisions. Tell your team what the objective is and what the measure of success is. They may not nail it 100% of the time, but as long as we build a learning culture, we will succeed, and our customers will benefit.”
About:
Jeff Gothelf is a business strategy and customer-centricity expert, speaker, and author. He is the co-author of Lean UX, Sense & Respond, and Who Does What By How Much?: A Practical Guide to Customer-Centric OKRs.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
October 13, 2024
Top 5 Customer Service & CX Articles for Week of October 14, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
How to Improve Customer Experience In Your Organization by Mike Henry
(InMoment) Working to improve customer experience is an important part of CX management and something that organizations should be continuously striving for. If your customer experience does not evolve with your business, it can negatively impact your revenue and overall business performance.
My Comment: Let’s kick off this week’s Top Five roundup with a list of ten different ways to improve customer experience. In addition, the article shares five benefits of implementing a customer experience improvement program. What is a CX improvement program? It’s a “structured initiative designed to enhance the interactions a customer has with a brand.”
The CX Trends to Watch in 2025 by Melanie Mingas
(CX Network) From data utilization to consumer tech and the role of CX in business, there are big changes on the way for CX in 2025
My Comment: It’s hard to believe we’re less than three months away from 2025. Here’s the first list of CX trends I’ve seen. CX Network gathered some insights from some well-known CX experts. Of course, AI and technology play a big role in our future, so it makes sense that the interest and capabilities continue to trend in the upward direction. I especially appreciate Ian Golding’s closing comments, which should be a warning about meeting our customers’ expectations: “As customer expectations continually increase, there appears to be a downward trend in the ability of organizations to meet those expectations.”
Reviews — and Businesses’ Responses — Build Customer Trust, Study Finds by Kristen Doerer
(CX Dive) The outsized impact of reviews is one of the reasons some businesses are looking to engage with customers’ good, bad and middling reviews.
My Comment: Reviews are important to the customer experience. They create confidence in a decision to buy (or not to buy) a product or do business with a company or brand. Our annual CX research (sponsored by RingCentral) finds that 84% of customers say ratings and reviews help them decide to make a purchase, and 71% say reading a review has stopped them from making a purchase. This short article confirms several important facts related to reviews and reminds us the Federal Trade Commission has created a rule to ban the sale or purchase of fake reviews, which should give consumers more confidence that the reviews they are using to make decisions are legit.
How Customer Marketing Helps You Maintain an Audience by Shopify Staff
(Shopify) Customer marketing allows you to attract and retain satisfied customers over the long haul, tailoring ads to each stage of their buyer journey.
My Comment: We have a new word for personalized CX marketing messages. It’s simply called customer marketing and implies that you know your customers’ buying habits: what they’ve bought, how often they buy, how much they spend, and more. With that information, you can create personalized marketing messages that help you strengthen the relationship with your customers. The article shares the four benefits of customer marketing and six customer marketing strategies.
Customer Experience vs. User Experience: Key Differences by Sudarshan Somanathan
(ClickUp) This article discusses the key differences between CX vs. UX and how customer management tools can help you enhance both. CX professionals and UX designers must understand these differences to enhance customer lifetime value and ensure a positive customer experience.
My Comment: Is there a difference between a customer experience (CX) and a user experience (UX)? Aren’t the customer and the user the same? They are, but the author of this article makes a point. The CX is everything related to the customer’s experience with a brand and its products, but the UX is a narrower look at the specific experience the customer has with the product. In effect, the UX is part of the CX. It’s an interesting description and may help differentiate areas to focus on when developing your CX strategies and initiatives.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
How to Improve Customer Experience In Your Organization by Mike Henry
(InMoment) Working to improve customer experience is an important part of CX management and something that organizations should be continuously striving for. If your customer experience does not evolve with your business, it can negatively impact your revenue and overall business performance.
My Comment: Let’s kick off this week’s Top Five roundup with a list of ten different ways to improve customer experience. In addition, the article shares five benefits of implementing a customer experience improvement program. What is a CX improvement program? It’s a “structured initiative designed to enhance the interactions a customer has with a brand.”
The CX Trends to Watch in 2025 by Melanie Mingas
(CX Network) From data utilization to consumer tech and the role of CX in business, there are big changes on the way for CX in 2025
My Comment: It’s hard to believe we’re less than three months away from 2025. Here’s the first list of CX trends I’ve seen. CX Network gathered some insights from some well-known CX experts. Of course, AI and technology play a big role in our future, so it makes sense that the interest and capabilities continue to trend in the upward direction. I especially appreciate Ian Golding’s closing comments, which should be a warning about meeting our customers’ expectations: “As customer expectations continually increase, there appears to be a downward trend in the ability of organizations to meet those expectations.”
Reviews — and Businesses’ Responses — Build Customer Trust, Study Finds by Kristen Doerer
(CX Dive) The outsized impact of reviews is one of the reasons some businesses are looking to engage with customers’ good, bad and middling reviews.
My Comment: Reviews are important to the customer experience. They create confidence in a decision to buy (or not to buy) a product or do business with a company or brand. Our annual CX research (sponsored by RingCentral) finds that 84% of customers say ratings and reviews help them decide to make a purchase, and 71% say reading a review has stopped them from making a purchase. This short article confirms several important facts related to reviews and reminds us the Federal Trade Commission has created a rule to ban the sale or purchase of fake reviews, which should give consumers more confidence that the reviews they are using to make decisions are legit.
How Customer Marketing Helps You Maintain an Audience by Shopify Staff
(Shopify) Customer marketing allows you to attract and retain satisfied customers over the long haul, tailoring ads to each stage of their buyer journey.
My Comment: We have a new word for personalized CX marketing messages. It’s simply called customer marketing and implies that you know your customers’ buying habits: what they’ve bought, how often they buy, how much they spend, and more. With that information, you can create personalized marketing messages that help you strengthen the relationship with your customers. The article shares the four benefits of customer marketing and six customer marketing strategies.
Customer Experience vs. User Experience: Key Differences by Sudarshan Somanathan
(ClickUp) This article discusses the key differences between CX vs. UX and how customer management tools can help you enhance both. CX professionals and UX designers must understand these differences to enhance customer lifetime value and ensure a positive customer experience.
My Comment: Is there a difference between a customer experience (CX) and a user experience (UX)? Aren’t the customer and the user the same? They are, but the author of this article makes a point. The CX is everything related to the customer’s experience with a brand and its products, but the UX is a narrower look at the specific experience the customer has with the product. In effect, the UX is part of the CX. It’s an interesting description and may help differentiate areas to focus on when developing your CX strategies and initiatives.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
